As companies across the world race to develop more loyal and profitable customer relationships, the competition is fueling a spectacular burst of technological growth. At the heart of this rapid expansion is customer relationship marketing, a strategy to increase customer retention by making loyalty more convenient for a customer than disloyalty. This concept has been supercharged in recent years, thanks to the emergence of powerful, reasonably priced new technologies that speed the flow of mission-critical information across the enterprise. Any enterprise can now use currently available technology to interact with customers individually, on-line, on the phone, at the point of purchase or through an automated sales force. And any enterprise can use currently available technology to customize its products or services in order to offer goods and services that meet the real individual needs of the customers.

This poster, produced by DM Review, details the methodology developed by Marketing1to1/ Peppers & Rogers Group and will serve as a valuable reference for initiating a customer relationship marketing program.

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